This is probably going to surprise a lot of people, but if you were to ask me what the most controversial topic to come up during my tenure (so far) in the casino field, I would have to say…. it’s drink stations. Shocking, I know, but for some reason, drink stations are the most polarizing topic I have discovered so far.
To begin, you have to understand that casino operators fall into one of two camps, they either love self-serve drink stations or viscerally recoil at the mere mention of the idea. For me, it was love at first sight when my eyes landed on a drink station at Seven Feathers Casino Resort in Oregon. Oddly enough, I was there as part of a work trip about five years ago to meet up with Brian for a group pull.
Because Las Vegas is where I learned to play and I was local to dozens of top notch casinos with full fleets of cocktail servers and bartenders, I had never recognized the need for quick and easy access to non-alcoholic beverages. Over the course of my weekend in the pacific northwest, I quickly learned how convenient it was to be able to grab a soda or coffee of choice from one of the nearby stations.
It is my belief that in many markets, not just Oregon, local casinos benefit from drink stations. Guests view the drink station as an easy and affordable amenity that casinos can provide as a way to thank them for their patronage and make their visit that much more enjoyable.
Guests can become very easily frustrated when they are unable to order a drink from a cocktail server, especially when they just want a soda or other non-alcoholic beverage. This is something I saw while reviewing guest feedback surveys at a previous job. During any given month, dozens of people were voicing the need for quick service drinks while also questioning the lack of cocktail service on the floor. Every month I would pass that feedback on to the final decision makers while hoping for a positive outcome for our guests.
Part of the hesitation to add drink stations could be that they require routine attention to make sure the area remains clean and the offerings well stocked. Another reason can be argued that the introduction of these self-serve stations could cheapen the atmosphere of a property. Yes, I will fully concede, a drink station in the middle of a high-limit area can come off as tacky, but as a true gambler with a local’s mindset- give me that quick access to some caffeine and let’s keep this show on the road!
With that being said, I do think that drink stations should be thoughtfully added to floor plans at the time they are designed. With some forethought, drink stations can be disguised and added into a natural place that makes the players happy and looks good. It’s also important to note that a casino can spruce up a machine to help it better mesh with the atmosphere of the property. Decals, wraps, and custom brand colors and logos can be utilized for a seamless, complementary design. It is when drink stations are thrown in after the fact, or with little design thought, that they become an admitted eyesore.
Of course, as with anything, there are always people looking to make the most of opportunity. I do believe that operators should maintain the right to reserve use of the drink station for guests that are actively playing. This can be accomplished through an attendant making casual conversation about the person’s favorite game while overseeing the station, inviting hosts to mix and mingle with players nearby, or perhaps even installing a player’s card reader to dispense the drinks. The latter is similar to the chip technology that can be found on cruise ships in the bottom of their cups.
All this to say, if casino operators have an issue with drink stations, they can find a solution that makes both parties happy. At the end of the day that might mean hiring cocktail servers to actually service the floor but that is becoming harder and harder. To that I say, pick your poison and stop making your life hard, solutions exist!
What do you think? Are drink stations something you embrace or would you prefer casinos leave them off the floors? Josh provided his take here.
